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All Journal Jurnal Pengabdian kepada Masyarakat Nusantara
Ariel Jonathan Heuw
Universitas Prasetiya Mulya
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Examining Factors Influencing Customer Satisfaction in Modern Food and Beverage Business Environment Catherine Aurelia Suyanto; Ariel Jonathan Heuw; Evangeline Alissya Giovanni; Giselle Alinsky Prasetyo; Joshua Albert Tan; Ryan Dustine Gunawan; Steven Kent Kristanto; Nurhayati Nurhayati
Jurnal Pengabdian kepada Masyarakat Nusantara Vol. 7 No. 2 (2026): Edisi Mei - Agustus
Publisher : Lembaga Dongan Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55338/jpkmn.v7i2.8825

Abstract

Customer satisfaction is a crucial factor in keeping customers coming back and recommending a cafe to others. According to Seasia Stats (2026), Indonesia currently has an estimated 461,991 cafes across the country. With the highly competitive cafe industry, cafe owners must provide added value to attract customers. There are four main factors that affect customer satisfaction, such product quality, service quality, physical environment, and staff competency. This research aims to examine the correlation between product quality, service quality, physical environment, and staff competency towards customer satisfaction. A total of 150 surveys were gathered to assess the proposed model and test hypotheses using multiple linear regression. The findings revealed that product quality (β=0.3229, t=4.2106, p<0.05), service quality (β=0.2324, t=2.9419, p<0.05), and physical environment (β=0.2876, t=4.2309, p<0.05) significantly affected customer satisfaction. On the other hand, staff competencies (β =0.1451, t=1.8304, p>0.07) did not significantly affect customer satisfaction. These findings provide practical implications for café owners to increase customer satisfaction by improving the understanding of product quality, service quality, physical environment, and staff competency.
Co-Authors Catherine Aurelia Suyanto Evangeline Alissya Giovanni Giselle Alinsky Prasetyo Joshua Albert Tan Nurhayati Ryan Dustine Gunawan Steven Kent Kristanto